Customer Service Manual
Contents
1. contact Director Research or Joint Director Research and their numbers will be registered Functions available to All Section 1 Frequently Asked Questions Press 1 to select this option after selecting language option in the welcome menu This section has the following sub sections Press 1 for Insect and Disease Press 2 for Crop Production Press 3 for Coffee Varieties Press 4 for Coffee Quality Press 5 for Coffee Board services Press O for going back to previous menu What happens after user selects 1 2 3 4 5 The IVR plays the following message in this section you will find the frequently asked questions and their answers The questions will be played one by one Press 2 to listen to the answer of a question Press 1 to go back to previous question press 9 to ask a question and Press O to go back to previous menu After this Questions are played one by one example what are the favorable factors for increased borer incidence If 2 is pressed the detail answer to this question will be played example Dear Planter The coffee plants exposed to sunlight due to inadequate overhead shade cover and plants severely defoliated due to leaf rust disease are more vulnerable to borer attacks The adult beetles which emerge during April to May and October to December require humid weather with longer periods of bright sunshine for being active Heavy and continuous monsoon rains inhibit the activity of adult beetles and reduce the active2. M vel So if there are calls made to Caf M vel in the past by the mobile number you are using now it must have been already registered hence the it is not possible to register again What happens if I want to change my registration details You have to send a mail with Subject Line Change Detail to direct2farm cabi org with your full name PIN Code and registered mobile number and what detail you want to change The details will be updated What happens if I choose not to receive SMS alerts after I opted for it during registration You have to send a mail with Subject Line DND to direct2farm cabi org with your full name PIN Code and registered mobile number Your number will be moved to DND Do Not Disturb list and you will not receive the SMS Alerts what to do if I want to receive SMS alerts at a later date although I choose not to receive alerts while registering You have to send a mail with Subject Line Remove DND to direct2farm cabi org with your full name PIN Code and registered mobile number You also have to clearly mention in the mail that you have given permission to Caf M vel for sending you promotional SMS After this your number will be removed from DND Do Not Disturb list and you will receive the SMS Alerts How many numbers I can register in Caf M vel You can register as many numbers you wish What happens if my numbers get changed after I register in Caf M vel You have to register again with fu
3. DrY Raghuramulu 3 Dr Maria Violet D Souza Plant Physiology Dr CG Anand Press 3 for Coffee Varieties This contains the expert in the following subject Plant Breeding Dr N Suryaprakash Rao Press 4 for Coffee Quality This contains the experts in the following subject Coffee Quality Dr K Basavaraj Agriculture Chemistry Dr Maria Violet D Souza Press 5 for Coffee Board Services This contains the experts in the following subjects Agronomy amp Soil Science 4 Dr Jayarama 5 DrY Raghuramulu Page of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Extension 6 Joint Director Extension Press 6 for Market Information This contains the expert in the following subject Market Research Dr Babu Reddy what happens after the subject matter is chosen The system calls all the experts in the selected subject matters and puts the caller on hold If anyone of the experts picks up the call from Phone Number 91 11 30980800 the caller is connected to the respective expert what happens if none of the experts picks up the call In that case system asks the caller to record his query by pressing 9 Once user presses 9 a Beep sound is played He query after this Beep sound To end recording Star button has to be pressed After this the system replays the recorded question and asks the caller to confirm by pressing 1 or re record by pressing 0 After the caller confirms the recording that it is OK the
4. Press 2 for Coffee Production Press 3 for Coffee Varieties Press 4 for Coffee Quality Press 5 for Coffee Board Services In the Alert Section the following subjects are available Press 1 for Insect Disease Press 2 for Coffee Production Press 3 for Coffee Varieties Page 8 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Press 4 for Market Price Press 5 for Weather Alert After the subject is selected Press 1 for first recording a Short Headline for alert and a Question for the FAQ section System will play a Beep sound to begin recording To end recording press Star button The system will play back the recorded message Press 1 to confirm that the recording is fine After pressing 1 the system will request to record the Detail Alert for alert section and Answer for FAQ section System will play a Beep sound to begin recording To end recording press Star button The system will play back the recorded message Press 1 to confirm that the recording is fine System will confirm that the recorded FAQ or Alert has been sent to the moderator for approval and will only be made available in Caf M vel if the moderator approves it System will also ask if another FAQ or Alert to be recorded How to edit messages that are declined by the moderator In the main menu after selecting language Press 5 to select expert section In the expert section Press 2 to select message editin
5. nutrition hence the caller need to talk to Coffee Production experts agronomy and soil science to solve the problem 1 You can ask the caller to disconnect call again and choose the respective subject to talk the relevant subject matter expert e g the caller disconnects and select the option Coffee Production from the helpline menu to talk to agronomist or soil scientist 2 You can put the caller in recording explained above and alter on discuss with the expert concerned and record an answer for the caller which he she can listen to How do I know that there is a query assigned to me Whenever a caller records a question you will get a SMS alert that a question has been assigned to you You have to go the Expert Section of Caf M vel listen to the question and record your answer see Expert section for more detail Expert Section related I dialled the Caf M vel number but did not find the expert section option in the main menu after selection of language The expert section is only available to the mobile numbers of the experts assigned by the Coffee Board Please contact Joint Director Research to update your number in the experts list Can I switch languages in the expert section It is not possible to switch language once you have selected the language in the welcome menu However you can always disconnect and redial Caf M vel for selecting another language Do I have to speak in the helpline in the same language
6. which I have selected in the Caf M vel In the helpline you need to speak in the same language that the caller speaks and understand Although this is not related to which language you choose in the welcome menu it is expected that the caller will like to speak in the language which they might have chosen in the welcome menu Hence ideally the expert should speak in the same language which he she would normally choose for Caf M vel Will get a SMS alert when messages posted by me are approved No you do not get a message alter when the messages uploaded by you are approved However if you keep on listening to the relevant section of Caf M vel time to time you will be able to figure out whether your message has been approved or not Page 12 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Caf M vel Web Log in Page 13 of 13
7. Caf M vel Please share your token ID with others to so that they can also listen to the answer and benefit Those who have selected SMS Alert Option while registering see registration section will receive a SMS whenever an alert is uploaded They don t have to go to the alert section for listening to the alert They can go to the Question amp Answer Section and key in the Token ID to listen to the alert For those who have not selected SMS Alert Option while registering see registration section will have to listen to the alert one by one and select the one which they want to listen in detail Section 3 Question amp Answer Q amp A What is available in the Q amp A section The Q amp A section is like a spoken version of a Discussion Forum e g Facebook wall Here each individual user can find the question they have asked tot the experts either while listening to the FAQ s or alerts or questions recorded in the helpline How to access the answer to the questions Whenever an expert answers a question the user receives a SMS From the user ID LM CABISA containing a unique Token ID e g 1234 The user has to Press 3 in the main menu after selecting language and will be taken to the Q amp A section by the IVR After reaching the Q amp A section the IVR will request the user to enter the Token ID followed by the Hash sign on the phone s keypad After the user enters the Token ID the IVR will play the message Tha
8. aa f l lM lg KNOWLEDGE FOR LIFE Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Table of Contents Page 2 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Features of Caf M vel What is Caf M vel Caf Movel is a Mobile Technology enablement Coffee Extension service Caf Movel will be maximizing the impact of extension services using mobile phone to connect researchers and extension workers with coffee growers in real time It has these following features Customized mobile platform accessible from any kind of phone Simple voice based interaction in regional language as well as English An extension information knowledge repository repurposed for answering the Frequently Asked Questions of the coffee growers Syndication of weather information input availability market prices for creating bulletins alerts Real time farmer to expert consultation Real time analytics and reports to help policy makers management in decision making What are the benefits of Caf Movel Fast transfer of technology and research findings to large number of coffee growers by using mobile phones as extension tool Enabling extension specialists to reach large number of coffee growers in real time without being physically present everywhere Enabling coffee growers to consult subject matter experts right from their farm anytime for solving their problems Obtaining real time feedback from field
9. e of whether they have opted for SMS alert during registration or not How to Share the Question amp Answer thread to others In Caf M vel the users has an in built facility to share knowledge with the community Just like it happens in Twitter where people can Twit important information to others Similarly users can share the toke ID with others so that they can listen to the answer to the questions put up by the user Thus an user can become a community resource for taking up topics concerning the community and obtain solutions from the experts and share the same back to the community Can anyone else listen to the questions put up by one user Q amp A section in Caf M vel is designed for maintaining complete privacy No one else can listen to questions and answers of others unless the specific person concerned shares his her Token ID with others Section 4 Helpline Caf M vel service offers a 24x7 helpline for the coffee growers To access the helpline Press 4 in the main menu after language selection The automatic voice response will ask you which subject matter you would like to consult with the experts Currently there are 6 subject matters available Press 1 for Insect and Disease This contains the experts in the following subjects Entomology Dr PK Vinod Kumar Plant Pathology Dr Sudhakar S Bhat Press 2 for Coffee Production This contains the experts in the following subjects Agronomy amp Soil Science 1 Dr Jayarama 2
10. ee Board of India What happens who choose not to receive SMS from Caf M vel They do not get the SMS alters when the Coffee Board experts upload any message They have to listen to all the alters one by one in the alert section till they get any particular alert If someone chooses not to register in the beginning how the parson can register alter on The registration through IVR is available only once Later on the person needs to send a mail to direct2farm cabi org with subject line Remove and the mobile number where the SMS s will be sent with full name address with PIN code and alternate telephone number in the message body After 48 hours the same will be removed from the DND list and the person will be able to receive SMS alerts If someone registers for SMS alerts but chooses not to receive SMS alerts later what the person should do The registration through IVR is available only once Later on the person needs to send a mail to direct2farm cabi org with subject line DND and the mobile number where the SMS s was being sent with full name address with PIN code and alternate telephone number in the message body After 48 hours the same will be added to the DND list and the person will not receive SMS alerts Registration process for the Coffee Board Experts The Coffee Board experts who wish to be registered to the Caf M vel service needs to Page 4 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013
11. elected the IVR will play the following message This is as per requirement by the Department of Telecommunications you have to authorize Caf M vel to send you SMS alerts If you wish to receive regular SMS alerts from Caf M vel please press 1 if you don t want then press 0 If you press 1 then the following script will be played To confirm please press 1 once again If you press 1 then the following message will be played Thank you kindly answer a few more question to help us to serve you better Press 1 if you are Male Press 2 if you are Female for gender profiling Please enter the PIN code of your nearest Post Office for location identification Press 1 if you grow Only Arabica Press 2 if You Grow only Robusta and Press 3 if you grow both for cropping pattern Please enter the total size of your farm in acre for socio economic profiling Once the above questions have been answered the following message will be played Thank you for your kind support You are now registered with Caf M vel Service You will receive all the SMS alerts In case you have not selected 1 for receiving SMS alerts and pressed O instead then the following message will be played Thank you for your kind support You have not accepted the terms and conditions for sending SMS Hence you will not receive SMS alerts form Caf M vel However all the other services will be available to you In case you want to receive SMS later please contact the Coff
12. for research and policy making purpose How to access Caf M vel services Caf M vel service is available in Karnataka at the number 90 19 19 1000 This is a local number for all dialing from Karnataka This is NOT a Toll Free Number The normal local call charges apply What is required to access Caf M vel service An active mobile phone connection The Caf M vel number has to be removed from the Do Not Disturb DND list of your operator A call has to be made to the Caf M vel number 90 19 19 1000 and an Interactive Voice Response IVR will guide the caller to go to different sections by selecting key press What are the different sections under Caf M vel for coffee growers These following sections are available under Caf M vel Frequently Asked Questions Alerts Personal Question Answer Section Helpline What is the under Caf M vel for Coffee Board Experts Expert section accessible by pressing 5 This section is not accessible to the growers Page 3 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 How to register with Caf M vel Registration process for the coffee growers Dial 90 19 19 1000 from your phone If you dialing for the first time the IVR will play the following message Welcome to Caf M vel the mobile extension service brought to you by Coffee Board of India and CABI To continue in Kannada press 1 to listen in English Press 2 After the language is s
13. g option In the main menu after selecting language Press 5 to select expert section In the expert section Press 1 to select message recording option In the message editing option press the following for Press 1 for editing messages in the FAQ section Press 2 for editing messages in the Alert section when the message editing option is selected the system will play the heading for Alert or Question for FAQ section one by one To listen to the detail content Alert or Answer to the Question FAQ Press 2 The detail content will be played Press 9 to re record System will play a Beep sound to begin recording To end recording press Star button The system will play back the recorded message Press 1 to confirm that the recording is fine System will confirm that the recorded FAQ or Alert has been sent to the moderator for approval and will only be made available in Caf M vel if the moderator approves it System will automatically play the next headline or question as the case may be How to listen to the recorded queries Each time a question is asked by a caller the designated expert will receive a Text Message from the user ID LM CABISA alerting the expert that a question has been assigned to her him In the main menu after selecting language Press 5 to select expert section In the expert section Press 3 to select message editing option The system will play the questions one by one playing the oldest question fir
14. go the Q amp A section of Cafe M vel and get to listen to the alert directly by entering the token number How I can listen to the alerts if I have not approved Caf M vel to send SMS to my number In that case you will have to go the alert section and choose the topic You will find the latest alert for that topic at the beginning You can further browse for other alerts Question Answer Section related what is Token Number Token Numbers are unique identity numbers for identifying the caller and the questions they have asked By doing this system can directly play the answer to the question asked by a specific caller out of hundreds of question and answers that are recorded What is the benefit of having Token Number By having token number your conversation with the experts always remains confidential Because nobody else can listen to the answer to your question unless they have the token number This way your privacy is always maintained How I can share the answers with my community Caf M vel has this unique twitter like feature where you can just share the token number of any of the questions that you have asked to your community They can enter the same and listen to the Q amp A thread Can other ask questions on my Q amp A thread Yes if you have shared your Token number they can listen to and ask questions on your Q7A thread Will I be able to listen to what questions others have asked on my question For this you have
15. ll detail by dialling Caf M vel from the new Number What happens if want my number to be removed from Caf M vel You have to send a mail with Subject Line Unsubscribe to direct2farm cabi org with your full name PIN Code and registered mobile number You also have to mention in the mail Page 10 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 why you have decided to unsubscribe from Caf M vel After this your number will be removed from Caf M vel list and you will not receive the SMS Alerts FAQ Section related Do I have to always listen to the old FAQ s every time No the latest FAQs are always played in the beginning So if you are a regular listener you will not have to listen to the old FAQ s every time Can I ask a question in the FAQ section Yes you can ask a question For this first you have to listen to the answer for the FAQ and then you can Press 9 to ask a question see the FAQ section for detail How I will get the answer to my question Answers to the questions asked by the callers either in FAQ Alerts or Helpline sections is posted in the Q amp A section This is so that callers do not have to search different sections to find the answers See Q amp A section for detail Alert Section related How do I receive the Alerts If you have approved Caf M vel to send SMS to your number every time an alert is posted you will get a SMS with a Token Number You can
16. n the system sends the recorded query to any of the respective expert in the subject matter Whenever the expert answers the query the caller gets an SMS alert with a Token Number The caller then access the Q A section and listen to the answer of his her query Function available only to the Coffee Board Experts The Caf M vel has a special Expert Section where the designated Coffee Board Experts can perform the following actions Record messages in the FAQ or Alert Section Listen to the messages that has been declined by the moderator a moderator is a senior officer designated by the Coffee Board to approve any message that goes to Caf M vel Listen to the recorded queries from the coffee growers and answer the same It is important to note that the experts have to call from their registered mobile number to access this section If they call from any other number this option will not be available to them To register mobile number please contact The Joint Director Research Cofiee Board How the experts can record messages in Caf M vel In the main menu after selecting language Press 5 to select expert section In the expert section Press 1 to select message recording option In the message recording option press the following for Press 1 for recording messages in the FAQ section Press 2 for recording messages in the Alert section In the FAQ Section the following subjects are available Press 1 for Insect amp Disease
17. nk you the discussion headlines will be now played one by one in detail To listen to the discussion press 2 to go to the previous headline press 1 to go back to the previous menu press 0 to ask another question Press 9 The last question asked will be played first followed by other questions in the reverse order If the user Press 2 after listening any headline the detail answer to the question will be Page 6 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 player what to do if the listener wants to ask another question related to this particular Answer just like a real interaction with the experts the listener can anytime choose to ask a question while listening to the Q amp A To ask a Question the listener has to Press 9 what happens after the listener presses 9 The IVR will play a Beep Sound and the listener has to record the Question after the beep The IVR will then playback the recording If it is fine the listener has to Press 1 to confirm else Press O to record Again After listener press 1 the IVR plays the following message Your question has been recorded and soon our expert will answer it You will receive a SMS with a token ID which you have to input for listening to the answer to your query in the Question amp Answer Section of Caf M vel Please share your token ID with others to so that they can also listen to the answer and benefit Users will receive a SMS with Token ID irrespectiv
18. period of egg lying What to do if the listener wants to ask a question related to this particular FAQ just like a real interaction with the experts the listener can anytime choose to ask a question while listening to the FAQ To ask a question the listener has to Press 9 What happens after the listener presses 9 The IVR will play a Beep Sound and the listener has to record the question after the beep The IVR will then playback the recording If it is fine the listener has to Press 1 to confirm else Press 0 to record Again After listener press 1 the IVR plays the following message Your question has been recorded and soon our expert will answer it You will receive a SMS with a token ID which you have to input for listening to the answer to your query in the Question Answer Section of Caf M vel Please share your token ID with others to so that they can also listen to the answer and benefit what happens to questions recorded The recorded query is sent to the particular expert who has provided the answer to the FAQ When the expert answers the question it is uploaded in the Question amp Answer section and the user gets a SMS with a token ID to listen to it What is a Token ID See the Question amp Answer Section Page 5 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Section 2 Alerts what are the alerts These are special bulletins which come from the Coffee Board The alerts may be on topics such a
19. s pest outbreak weather conditions Coffee Board Schemes market price alert etc How to listen to the alerts In the main menu after selecting language option Press 2 for selecting Alert section The IVR plays the following message in this section you will find the frequently asked Alerts and their answers The Alerts will be played one by one Press 2 to listen to the answer of a Alert Press 1 to go back to previous Alert press 9 to ask a Alert and Press 0 to go back to previous menu After this Alerts are played one by one example there is a forecast for borer incidence If 2 is pressed the IVR will play the message the detail information about this Alert is what to do if the listener wants to ask a question related to this particular Alert just like a real interaction with the experts the listener can anytime choose to ask a question while listening to the Alerts To ask a Question the listener has to Press 9 what happens after the listener presses 9 The IVR will play a Beep Sound and the listener has to record the Question after the beep The IVR will then playback the recording If it is fine the listener has to Press 1 to confirm else Press 0 to record Again After listener press 1 the IVR plays the following message Your question has been recorded and soon our expert will answer it You will receive a SMS with a token ID which you have to input for listening to the answer to your query in the Question Answer Section of
20. st Press 9 to answer the question System will play a Beep sound to begin recording Page 9 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 To end recording press Star button The system will play back the recorded message Press 1 to confirm that the recording is fine System will confirm that the answer has been posted in the Q amp A section of Caf M vel Common Troubleshooting in Caf M vel Registration related What are the languages in which Caf M vel is available Currently Caf M vel is available in Kannada and English Is Caf M vel service be accessed from all the mobile operators Yes Caf M vel is available with all the mobile network operators in India Do I have to pay any registration fee to Caf M vel No you don t have to pay any fee to call Caf M vel However you must register yourself at Caf M vel However the normal local call rates will be applicable for calling Caf M vel Can I call Caf M vel from Abroad travelling Yes you can always be in touch with the farmers by using Cafe Movel There is no restriction to the operators and experts Can I switch language while I am in call No you cannot change language once you have selected language in the main menu However you can disconnect and call again and choose a different language I am not able to register through IVR The registration module is available only the first time any number calls Caf
21. to have their token number However you can always listen to all the questions that you have asked and all the answers Helpline related what is the time period when the helpline is active The helpline is 24X7 so one can call anytime to the helpline How do I know that a caller is calling me through Caf M vel help line The caller s call will be forwarded to you from this number 91 11 30980800 Please save this number as Caf M vel helpline in your phone so that you know that the call is coming from the helpline Page 11 of 13 Version 1 Author Sharbendu Date 18 6 2013 Modified 24 6 2013 Will there be experts available all the time Although our endeavour is to make the helpline effective for both the coffee growers and the experts sometimes experts may be busy or unable to receive calls In such case callers can always record their query which will automatically be sent to the respective expert I am an expert and I am unable to discuss with the caller at length so I want to put the caller at recording mode and I will listen to his her query at later what should I do You can tell the caller that after you disconnect caller should wait for 30 second then he she will get an option to record query which will be available to you for answering what should I do if I find that the caller need to talk to another expert in different subject matter e g I am plant pathologist but the problem of the caller is related to
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